# Add additional information to a visitor in the queue

> Record context on a visitor's queue record so the next staff member knows what they need and the visitor does not have to repeat themselves.

How-to guide · Queue Management › Managing the queue · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/add-additional-information-to-a-visitor-in-the-queue/

Additional information travels with the visitor through the **Waiting**, **In Progress** and **On Hold** views. Any staff member who picks the visitor up can read it by selecting the timer on their card, so the visitor never has to explain themselves twice.

## Before you begin

- A Retail Admin sign-in for your store — see [Sign in to the Retail Admin site (no SAML/SSO)](https://personalisationhub.com/support-centre/company-set-up-and-users/sign-in-to-the-retail-admin-site-no-saml-sso/), or use single sign-on if your organisation has [Integrate single sign-on (SAML) for store staff](https://personalisationhub.com/support-centre/company-set-up-and-users/integrate-single-sign-on-saml-for-store-staff/).
- The visitor is already in the queue.

## Steps

1. In the left navigation of Retail Admin, select **QUEUEING & APPTS**.
2. Find the visitor's card in the **Waiting**, **In Progress** or **On Hold** view.
3. Open the card's options menu (3 dots) and choose the add-information option.
4. Enter what the next staff member needs to know — what the visitor came for, what has already been discussed, how to recognise them.
5. Save the note.

> **Note:** When adding a visitor manually, you can enter the same context up front in **Additional Info** — see [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/).

## Verify it worked

Selecting the timer on the visitor's card opens the additional information with your note included. It also appears in the **Additional Info** column of [View queue and appointment history](https://personalisationhub.com/support-centre/queue-management/view-queue-and-appointment-history/).

## Next step

[See which languages staff on shift speak](https://personalisationhub.com/support-centre/queue-management/see-which-languages-staff-on-shift-speak/)

## Related

- [Pick up a visitor from the queue](https://personalisationhub.com/support-centre/queue-management/pick-up-a-visitor-from-the-queue/)
- [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/)
- [View a visitor's recent interactions and profile data](https://personalisationhub.com/support-centre/queue-management/view-a-visitor-s-recent-interactions-and-profile-data/)
- [Place a visitor on hold](https://personalisationhub.com/support-centre/queue-management/place-a-visitor-on-hold/)